It’s all about relevances3.amazonaws.com/JuJaMa.UserContent/380b99d1-f91a-4bd9... ·...
Transcript of It’s all about relevances3.amazonaws.com/JuJaMa.UserContent/380b99d1-f91a-4bd9... ·...
1 The Plan B Company
It’s all about relevance
2 The Plan B Company
• AON and Kia Customer Focus: How customer centric convenience programs from Kia Connect will change the business case for AON and KIA: Examining how an overview on vehicle locations will be used to reduce transportation damage How can connected car data create further insights into consumer’s needs? What can be learnt from this and what will be offered to customers?
3 The Plan B Company
Who is Who
• KIA Connected Services – Connected car program KIA Netherlands – Canbus reader + data integration platform – Customer communication via My Kia platform app & tablet, pc etc
• Aon Risk Solutions – Aon is the leading global provider of risk management, insurance and
reinsurance brokerage, and human resources solutions and outsourcing services.
• The Plan B Company – Integrator
• Hardware / Telecom / Platform / Publication / Reporting
Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)
Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 4
Aon Risk Solutions Fun Facts
With 72,000 colleagues in more than 120 countries, Aon is the leading global
advisor on the topics of risk and people. We provide innovative solutions to
our clients around six key areas: health, talent, risk, retirement, data &
analytics and capital.
Aon clients are responsible for designing
and manufacturing 70% of the world’s
20 bestselling pharmaceutical products
In the U.K., more than five billion liters of
milk a year are supplied by companies
insured through Aon.
There is one in two chance that your
mobile phone was produced by an Aon
client.
Aon has brokered the aviation insurance
for American Airlines since 1936.
Aon presents in 2015 the White’Paper
‘When carw becomes autonomous’.
.
Aon was the first organization to develop
catastrophe models for a number of
country-specific perils including floods,
earthquakes and terrorist attacks.
5 The Plan B Company
The Plan B Company
Why
How
What
The Plan B Company
6 The Plan B Company
Customer needs are constantly changing, difficulty to have customer centric focus; big data icw connected car is jungle
Integrator
Help companies who realize that Connected Car/IOT/big data will change customer needs & demands and therefore their business case
Intuition Lorem ipsum dolor sit amet
7 The Plan B Company
5 pillars for Connected Services
01
02 04
03 05 Proposition
Development Based on customer
insight
Business rules & Rapportage Customer Gateway
Mobile Algorithms
Real-time reporting
Privacy & Security
Proto Buffering HTTPS
Legal compliancy
‘Harvest’ Data Hardware to listen to
CANbus Telematics
Workshop data DMS
Connectivity
Integrate Compile and
enrich raw data 3 data layers
8 The Plan B Company
Reading only No OBD protocol
Reading only No OBD protocol
Reading only No OBD protocol
Overview
9 The Plan B Company
Whereabouts
Vehicles in transport
10 The Plan B Company
Connected car during transport
• Vehicle tracking from First Point of Rest [FPR]
• Following how vehicles are transported
• Consequences for transport contracts
– Time
– # of subcontractors
– etc
11 The Plan B Company
How can connected
car data create further
insights into
consumer’s needs?
12 The Plan B Company
Phases
Connected car
13 The Plan B Company
Improve traditional
business case
14 The Plan B Company
Connected car phases
• by using “nice-to-have-feature” in Kia App
• Collect data and push messaging:
• Inspection reminders
• DTC based
• Service reminders
• Actual mileage based
Improve
traditional
business case
01
15 The Plan B Company
Connected app
In the app customer can see the basic
information of his vehicle.
01 02 03 04
Tire
pressure
Fuel info
Range
Door- lock
Handbrake
Geo-
location
16 The Plan B Company
Tableau Reporting
With this reporting tool real time data cab be analyzed and sent to
the server
17 The Plan B Company
Phase 1 – Improve traditional business
AON benefit
• Check whereabouts
of vehicles during
transit from port to
dealership
• Data
KIA benefit
• Additional
communication
channel
• Making app/ “my page”
relevant
• Data
Customer benefit
• App features
• On time notices
18 The Plan B Company
Vehicle service
19 The Plan B Company
Connected car phases
• Replace window wipers
• Oil replacement
• Brake pads
• Inform the customer and have him chose
• Via mail, app, txt, ‘my website”
Create new
‘Vehicle service’
02
• by using “nice-to-have-feature” in Kia App
• Collect data and push messaging:
• Inspection reminders
• DTC based
• Service reminders
• Actual mileage based
Improve
traditional
business case
01
20 The Plan B Company
Services to vehicle
• Example: Window wiper
• Information to customer when wipers are worn
• OBD- info from canbus- wiper >30hrs + on >90sec
• Customer communication via email / app / cloud solutions /
microsite
• Propositions for wiper replacement
• Ship to customer
• On premises replacement
• Visit service network
21 The Plan B Company
Ship to Home €29
Replace at Dealer €39
Replace on Site €49
Wiper replacement advised !
Sample- not actual app
22 The Plan B Company
Services to vehicle
• Example: Oil level
• Information to customer when oil level is too low
• Info from CANbus | oil > mileage
• Customer communication via email / cloud solutions / app /
inform dealer
• Proposition:
• Warn customer for consequences
• Proactive communicate type of oil
• Inform customer about filling process
23 The Plan B Company
24 The Plan B Company
Services to vehicle
• Example: Brake Pad
• Information to customer when brake pad is worn
• Info from CANbus brake status
• Customer communication via email / cloud solutions / app;
Inform dealer
• Proposition:
• Warn customer for consequences
• Proactive communicate approx costs
• Inform customer about repair process
25 The Plan B Company
Phase 2 – Create new business based on vehicle
service
AON benefit
• Avoid discussion on
[engine] repair costs
KIA benefit
• Create raving
advocates
• Sell Oil/ Brake pads!
• Avoid discussion on
[engine] repair costs
Customer benefit
• Fulfilling direct need
• Convenience
• Create memorable
experience
26 The Plan B Company
Driver service
27 The Plan B Company
Connected car phases
• Parking
• Insurance
• Dynamic POI
• Fuel
• Restaurant
• Etc.
Create new
“Driver service’
03
• Replace window wipers
• Oil replacement
• Brake pads
• Inform the customer and have him chose
• Via mail, app, txt, ‘my website”
Create new
‘Vehicle service’
02
• by using “nice-to-have-feature” in Kia App
• Collect data and push messaging:
• Inspection reminders
• DTC based
• Service reminders
• Actual mileage based
Improve
traditional
business case
01
28 The Plan B Company
Services to Customer
• Example: Parking
• Customer subscription
• Fee to be paid to parking provider (eg. Yellowbrick/Parkmobile)
• Customer communication via email / cloud solutions / microsite
• GPS location vehicle combined with parking suppliers GEO loc. data
Showing parking location only is not enough to
be an true service provider
29 The Plan B Company
According to our
information your are
parked at a paid
parking spot managed
by Parkmobile
Arrange payment?
Parking
Payment Service
YES NO
Sample- not actual app
Value of this service?
€0,99
€1,99
€?
30 The Plan B Company
Services to Customer
• Example: Insurance / Fuel / Restaurant
• Customer drives from Amsterdam to Frankfurt
• Crosses boarder and receives offer on additional
international RSA/liability/travel insurance
• Needs fuel and receives lunch offer via txt / app / e-mail /
cloud from nearby restaurant
Proactive proposition
underlines the innovative
character
31 The Plan B Company
Services to Customer
32 The Plan B Company
Phase 3 – Create new business based on
customer service
AON benefit
• Additional sales of
existing products:
• Roadside
assistance
• Extended warranty
• Travel insurance
• etc
KIA benefit
• Create raving
advocates
• Sell services!
• Margin on new
services to replace
spare & service parts
revenue
Customer benefit
• Fulfilling direct
need
• Convenience
• Create memorable
experience
33 The Plan B Company
Customer Insights /
Customer Centric
34 The Plan B Company
Connected car phases
• Parking
• Insurance
• Dynamic POI
• Fuel
• Restaurant
• Etc.
Create new
“Driver service’
03
• Who driver where at which time.
• Campaigns based on customer behavior
• Part sales based upon actual mileage
• Service only when needed
New services
based on
customer
insights
04
• Replace window wipers
• Oil replacement
• Brake pads
• Inform the customer and have him chose
• Via mail, app, txt, ‘my website”
Create new
‘Vehicle service’
02
• by using “nice-to-have-feature” in Kia App
• Collect data and push messaging:
• Inspection reminders
• DTC based
• Service reminders
• Actual mileage based
Improve
traditional
business case
01
35 The Plan B Company
Phase 4 - New services
• New services for whole chain
• Combinations with (non) automotive partners
1. Via Nest [geo-fencing] switching on home heater
2. Connect to car sharing platforms suppling mobility
3. In time tyre offer based on driving pattern & mileage
36 The Plan B Company
Futures Services /
Relation Centric
37 The Plan B Company
Connected car phases
• Parking
• Insurance
• Dynamic POI
• Fuel
• Restaurant
• Etc.
Create new
“Driver service’
03
• Combinations with (non) automotive partners
• Car sharing platform
• Offer based upon subscription / lumpsum
Futuree
services
05
• Who driver where at which time.
• Campaigns based on customer behavior
• Part sales based upon actual mileage
• Service only when needed
New services
based on
customer
insights
04
• Replace window wipers
• Oil replacement
• Brake pads
• Inform the customer and have him chose
• Via mail, app, txt, ‘my website”
Create new
‘Vehicle service’
02
• by using “nice-to-have-feature” in Kia App
• Collect data and push messaging:
• Inspection reminders
• DTC based
• Service reminders
• Actual mileage based
Improve
traditional
business case
01
38 The Plan B Company
Phase 5- Future services
1. Switch on heater or suppling heated house?
2. Connect to car sharing platform or suppling insurance for
your travel?
– by liability/time/money/emission
3. Supply new tyre or always good tyres?
39 The Plan B Company
Car dealer becomes
convenience dealer
40 The Plan B Company
What can be learnt
from this and what will
be offered to
customers?
Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)
Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 41
Some figures from the Dutch mobility & insurance market
€ 12.5 billion
Economical costs of road traffic
accidents.
< 3%
Of the Dutch cars does have safety
features.
€ 4.6 billion
– Gross written premium of the auto
insurance market in the Netherlands.
– The worldwide motor (auto)
insurance market was worth $ 671.3
billion.
33%
of the employees experience stress.
1.000.000
Company cars
10.000
Carclaims; decrease of 35% if
equipped with AEB.
Park Assistance decreases the
number of claims with 45%
Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)
Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 42
The key role of telematics
Driver behaviour telematics (hard
wired or OBD)
Inspection- & diagnostic data
GPS tracking and vehicle condition
monitoring
In close cooperation with
Insurer benefits
– Real-time information on driver
behaviours
– footage and telemetry data
– Measurable improvement in client
performance
– Potential to lower incident
frequencies
– Prevent thefts
Occupational driving is the single largest risk activity that an
organisation can face.
Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)
Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 43
Before we make a deep dive analysis:
C-ACC?
AEBS?
How many lives
will eCall save
annually.
EDR?
Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)
Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 44
Smart mobility – no one will be anonomous anymore
Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)
Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 45
Present Advanced Driver Assistance Systems
Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)
Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 46
Theoretical maximum accident avoidance potential
Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)
Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 47
Robocars: predictability in claim statistics
Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)
Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 48
National Platoontest March 16th 2016
Test with 58 semi-autonomous cars
on the highway A2 in the Netherlands
http://www.aon.com/netherlands/zelfrijdende-auto/video.jsp
Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)
Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 49
Test with Connected KIA
Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)
Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 50
Purpose of this national test
Create awarenss with drivers of company cars.
Duty of care laws around the world force employers to develop and analyze
their corporate travel programs to be sure they fulfill their duty of care for all
employees. Including safe & connected cars!
Gain knowledge for the future new insurance model.
Increasing the adoption of safety & comfort features in cars.
Hoogste tijd voor versnelling. De verzekeringsmarkt heeft een kopgroep nodig die de rest van de markt op
sleeptouw neemt.
Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)
Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 51
Side effects of autonomous & connected cars
Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)
Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 52
Autonomous cars ‘disruptive’ for the insurance
industry?
OEM direction: – We will accept all liability when
our cars are in autonomous mode!
– Consequences:
• Ownership of liability
• Product liability?
– Manufacturer pays the premium?
– Car needs a driverslicense
Business Unit/Tier 2 (Mandatory) | Market/Division/Tier 3 (Optional) | Practice Group/Tier 4 (Optional)
Proprietary & Confidential (Optional) | Date (Optional) EDIT THIS TEXT ON THE MASTER SLIDE 53
Automotive industry think different!
54 The Plan B Company
Back up
55 The Plan B Company
Technology versus customer
Enormous amounts of technical solutions for what ?
56 The Plan B Company
Products
&
Services
Logistics
&
Processes
MGT
Working
Climate
Staff
Behavior
Customer
Experience
Products
&
Services
Logistics
&
Processes MGT
Working
Climate
Staff
Behavior
Customer
Experience
Org
an
izatio
n
Cu
sto
me
r Reverse Thinking
Experience is leading
Traditional Thinking
Process is leading
REVERSE THINKING
57 The Plan B Company
Maslov’s pyramid
UBI Service activated warranty & RSA
Road side services
Satisfiers Creation of ambassadors
Do it right the first time OK Pricing
On time repair
Dis-satisfiers Creation of enemies
Convenience
Added Value
Basic Services
Fix it right the first time
58 The Plan B Company
For who?
59 The Plan B Company
Connected car for who?
All companies who have mobile customers
• OEM channel
• IMT’s
– Concepts/non
• Lease companies
• RSA
• Insurers
60 The Plan B Company
Customers?
61 The Plan B Company
What customer need?
• Collect data
– Car/DMS
– External sources
• Create insights
• Create proposition
• Execute proposition
• Learn and improve
62 The Plan B Company
Result
• Relevant propositions
“ambassadors”